Tameside Metropolitan Borough Council
Annual statistics ?Find out more about annual statistics
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Complaints upheld
83% Complaints upheld by Tameside Metropolitan Borough Council
83% of complaints we investigated were upheld.
This compares to an average of 80% in similar authorities.
10 upheld decisions
View upheld decisionsAdjusted for Tameside Metropolitan Borough Council's population, this is
4.3 upheld decisions per 100,000 residents.The average for authorities of this type is
4.4 upheld decisions per 100,000 residents.Statistics are based on a total of 12 investigations for the period between 1 April 2023 to 31 March 2024
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Compliance with Ombudsman recommendations
100% of cases were successfully implemented by Tameside Metropolitan Borough Council
100% of cases we were satisfied the Council had successfully implemented our recommendations.
This compares to an average of 99% in similar authorities.
Statistics are based on a total of 11 compliance outcomes for the period between 1 April 2023 to 31 March 2024
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Satisfactory remedies provided by the Council
0% Complaints with satisfactory remedy provided by Tameside Metropolitan Borough Council
In 0% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.
This compares to an average of 14% in similar authorities.
0 satisfactory remedy decisions
Statistics are based on a total of 10 upheld decisions for the period between 1 April 2023 to 31 March 2024
View all satisfactory remedy decisions
Annual letters
We write to councils each year to give a summary of the complaint statistics we record about them,
and their performance in responding to our investigations.
Reports ?Find out more about reports
In the last nine years, the Ombudsman has published the following reports against Tameside Metropolitan Borough Council
Tameside council is routinely taking too long to complete reviews of the support it offers to children and young people with Special Educational Needs and Disabilities (SEND), the Local Government and Social Care Ombudsman has found.
Family called too late to say goodbye to mother
A Tameside family was not able to say goodbye to their dying mother because staff at the Oakwood Care Centre did not call them in time, the Local Government and Social Care Ombudsman has said
Public scrutiny of complaints should be encouraged
The Local Government Ombudsman (LGO) is reminding councils of the importance of positively responding to and learning from complaints.
Councils advised about care charging following complaint
We remind councils of the need to properly assess the impact on existing users when they change the way they commission care.
Service improvements ?Find out more about service improvements
Since April 2018, the Council has agreed to make the following improvements to its services following an Ombudsman investigation. We list up to 10 cases below – click ‘view all’ if there are more.
Case reference: 24 011 622
Category: Adult care services
Sub Category: Charging
- The Council will share the learning from this complaint with relevant staff, including how to decide the date funding for adult social care should start and the importance of resolving challenges to its decisions without delay.
Case reference: 24 001 193
Category: Adult care services
Sub Category: Assessment and care plan
- Averill House Care Home, a Council commissioned care home, could not provide copies of the records of when professionals visited the care home. The Council has agreed to satisfy itself the Care Provider has adequate systems in place to ensure it maintains individual’s case records appropriately.
- The Council commissioned Care home, Averill House Care Home, failed to seek support early enough when a resident struggled with swallowing. The Council has agreed to provide the Ombudsman with evidence of the lessons learned exercise carried out by the Care Home team regarding the importance of reviewing medicines when a person is experiencing a decline in physical health.
Case reference: 23 021 095
Category: Education
Sub Category: Special educational needs
- The Council has agreed to brief all staff working on EHC needs assessments of our expectations for remedying complaints and good administrative practice in line with our Guidance on Remedies. Key principles include:1.we expect the Council to let parents and children / young people know if it is not going to be able to meet the statutory timescales;2.we expect the Council to consider offering a symbolic payment if it receives a complaint from a parent about delay and this has resulted in a significant injustice to their child; this will be most apparent in cases where a child’s provision will have been impacted by a delay – for example, following amendment of an EHC plan or where a parent has gone on to successfully appeal the Council’s decision following an annual review.
Case reference: 23 019 851
Category: Adult care services
Sub Category: Assessment and care plan
- The Council has agreed to identify the action it is going to take to ensure urgent cases are treated as urgent throughout the process, and not just at the start.
Case reference: 23 019 237
Category: Children's care services
Sub Category: Other
- I recommended the Council presents a copy of myfinal decision to the next meeting of the Children’s Services Scrutiny Panel.
Case reference: 23 018 886
Category: Education
Sub Category: Special educational needs
- The Council has agreed to remind officers of its responsibilities to secure suitable alternative education provision, under section 19 of the Education Act 1996. It will also share a copy of the Ombudsman's focus report Out of school, out of sight? with the reminder.
- The Council has agreed to remind officers of the statutory timescales for completing annual reviews of Education, Health and Care Plans, including the need to confirm the Council's decision in writing and provide appropriate appeal rights.
Case reference: 23 013 311
Category: Education
Sub Category: School transport
- The Council will review how it currently promotes school transport entitlements to schools and parents, identify any areas for improvement and make a timebound action plan to implement the improvements it identifies.
- The Council will remind all special educational needs case officers to inform parents and carers about home to school transport support when an Education, Health and Care Plan is being finalised, and to record that the information has been shared.
- The Council will provide training for all staff in the transport team, including senior managers, covering the legislation and statutory guidance for considering eligibility for mandatory home to school transport support, before discretionary support, and in setting out its decision on applications and appeal response in line with the statutory guidance.
- The Council will share the learning from this investigation into how the Council considers school transport support application with the Council officers involved in this case.
Case reference: 23 003 561
Category: Education
Sub Category: School admissions
- The Council agreed to update its processes to ensure it informs applicants who request consideration of exceptional social or medical circumstances about the outcome of its decision. If the Council rejects the application before the exceptional circumstances panel is held, or the application is refused for other reasons, it will tell the applicant why.
Case reference: 22 017 428
Category: Adult care services
Sub Category: Assessment and care plan
- The Council should review its charging policy for non-residential care services, so it allows discretion for considering loan payments.
Case reference: 22 015 555
Category: Planning
Sub Category: Enforcement
- Carry out a review of procedures especially in respect of the complaints process and the Chief Executive's input to ensure timescales are adhered to.
Last updated: 4 April 2015